Refund policy

RETURNS & REFUNDS POLICY

Last updated: August 29, 2026

Carna Online Store is operated by Carna Medical B.V., the Netherlands.

This Returns & Refunds Policy applies to purchases made through Carna Online Store and should be read together with our Terms of Service and Shipping & Delivery Policy.

Nothing in this Policy limits or excludes any mandatory rights available to consumers under applicable Dutch or European Union law.

1. CONSUMER RIGHT OF WITHDRAWAL

If you are a Consumer purchasing online, you generally have the right to withdraw from an eligible purchase without giving a reason within 14 days after receiving the goods, subject to the exceptions described below.

To exercise your right of withdrawal, you must inform Carna Online Store of your decision within the applicable 14-day period.

After informing us of your withdrawal, eligible goods must be returned within 14 days.

You may contact us through our Contact Us page or by email at info@carnamed.com.

Where applicable, customers may also use any statutory online withdrawal or cancellation functionality provided through our Store.

2. BUSINESS CUSTOMERS

The statutory Consumer right of withdrawal does not normally apply to purchases made primarily for business or professional purposes.

This includes purchases made by beauty salons, clinics, academies, PMU professionals, distributors, resellers and other Business Customers.

Returns from Business Customers are accepted only where:

• Carna expressly agrees to the return;
• the product is defective or incorrectly supplied;
• a separate commercial agreement provides a return right; or
• applicable mandatory law requires otherwise.

Any agreed commercial return may be subject to specific conditions communicated by Carna.

3. SEALED COSMETICS AND HYGIENE-SENSITIVE PRODUCTS

For reasons of health protection and hygiene, certain products are supplied with an original hygiene, protective or sterile seal.

These products may include:

• cosmetics and skincare products;
• PMU pigments;
• PMU cartridges;
• sterile needles;
• sealed PMU consumables; and
• other products that are not suitable for return after their hygiene or sterile seal has been broken.

Where the applicable statutory hygiene exception applies, the right of withdrawal ceases once the original hygiene, protective or sterile seal has been opened, removed or broken after delivery.

Therefore, if you are considering returning one of these products:

DO NOT OPEN, REMOVE OR BREAK THE ORIGINAL HYGIENE OR STERILE SEAL.

Opening an external delivery carton does not by itself remove the right of withdrawal if the actual product hygiene seal remains intact.

This restriction does not affect your statutory rights if the product is defective, damaged, incorrectly supplied, unsafe or otherwise does not conform to the contract.

4. COSMETICS, PMU PRODUCTS AND INDIVIDUAL REACTIONS

Individual skin types, sensitivities and allergies vary.

An allergic reaction, irritation, sensitivity, intolerance or other individual response does not by itself establish that a product is defective or entitle the customer to a refund where the product is legally compliant, correctly labelled, not defective and has been used in accordance with its instructions.

Customers and professional users are responsible for reviewing the available ingredient information, warnings, contraindications and instructions before use.

Where the manufacturer recommends a patch test or sensitivity test, this should be performed according to the applicable instructions.

If you experience an unexpected or adverse reaction, discontinue use and obtain appropriate professional or medical advice where necessary.

If you believe that a product itself may be defective or unsafe, please contact us promptly and retain the product, packaging, batch information and any relevant evidence so that the issue can be investigated.

Nothing in this section limits liability or statutory remedies that cannot legally be excluded.

5. WRONG PRODUCT ORDERED

Customers are responsible for checking the product name, size, color, pigment, cartridge type, compatibility, quantity, model and other product details before completing an order.

If you accidentally purchase the wrong product, you may still exercise your statutory right of withdrawal where applicable provided the product remains eligible for return.

For sealed hygiene-sensitive products, however, a product cannot be returned under the statutory withdrawal right after the relevant hygiene or sterile seal has been broken where the legal hygiene exception applies.

For example, an opened PMU pigment, opened sterile cartridge or opened sealed cosmetic cannot subsequently be returned merely because the customer selected the wrong item, where the hygiene exception lawfully applies.

6. RETURN CONDITION

Eligible goods must be returned in a condition consistent with the statutory withdrawal rules.

Where reasonably possible, products should be returned with:

• original packaging;
• supplied accessories;
• manuals and documentation;
• components; and
• any other items originally included with the product.

Consumers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

If a product has been handled or used beyond what is reasonably necessary for such inspection, Carna may deduct the resulting reduction in value from the refund where permitted by law.

This is particularly relevant to equipment, reusable accessories and other non-hygiene products.

7. PRODUCTS THAT CANNOT BE RETURNED UNDER THE STANDARD WITHDRAWAL RIGHT

Subject to applicable law, products or services that may be excluded from the standard right of withdrawal include:

• sealed goods that are not suitable for return for health or hygiene reasons after their relevant seal has been broken;
• goods made to the customer's specifications or clearly personalized;
• products that deteriorate or expire rapidly;
• fully performed services where the Consumer expressly requested performance to begin and acknowledged the consequences required by applicable law;
• digital content supplied immediately following the Consumer's legally required express consent and acknowledgement, where applicable; and
• other products or services excluded from the statutory withdrawal right by applicable law.

8. RETURN SHIPPING COSTS

For a standard Consumer withdrawal where the product is not defective, damaged or incorrectly supplied, the customer is responsible for the direct cost of returning the goods, provided the customer has been informed of this before purchase.

We strongly recommend using a tracked and insured shipping service appropriate for the value of the returned goods.

The customer should retain proof of shipment until the return has been completed.

Carna is not responsible for a return shipment lost or damaged due to inadequate packaging or a carrier selected independently by the customer, except where applicable law provides otherwise.

For products that cannot normally be returned by standard post, information concerning estimated return costs will be provided before purchase where required by applicable law.

9. DEFECTIVE, DAMAGED, INCOMPLETE OR INCORRECT PRODUCTS

If your order arrives:

• damaged;
• defective;
• incomplete;
• different from what you ordered; or
• otherwise not in conformity with the purchase agreement,

please contact us as soon as reasonably possible.

We may request reasonable evidence, including:

• your order number;
• photographs of the product;
• photographs of the shipping packaging;
• video demonstrating a technical issue;
• serial number;
• batch or lot number; and
• other information reasonably necessary to investigate the claim.

Please retain the product and packaging while the matter is being investigated.

Do not carry out unauthorized repair, alteration or disposal of a disputed product before giving Carna a reasonable opportunity to assess the issue, unless necessary for safety.

Where a product is legally defective or non-conforming, the customer's statutory rights apply, including the appropriate repair, replacement, price reduction or refund remedy as required by law.

Return shipping costs relating to a valid defective or incorrectly supplied Consumer product will be handled in accordance with applicable law. EU consumer rules require remedies for qualifying faulty goods to be provided without cost to the consumer.

10. REFUNDS FOLLOWING A VALID WITHDRAWAL

Where a Consumer validly withdraws from an eligible purchase, Carna will refund the payments due under applicable law.

For a full withdrawal of an eligible order, this generally includes the standard outbound delivery charge originally paid by the Consumer.

If the Consumer expressly selected a delivery method more expensive than Carna's standard delivery method, the additional premium shipping cost does not have to be refunded where applicable law permits.

Refunds are normally made using the same payment method used for the original transaction, unless another method is expressly agreed.

Carna may withhold the refund until:

• the returned goods have been received; or
• the Consumer provides sufficient evidence that the goods have been sent back,

whichever occurs first, where this is permitted by applicable law.

11. PARTIAL RETURNS

Where only part of an order is returned, the refund will relate to the eligible returned products.

Original delivery costs are not necessarily refundable where the customer keeps part of the original order and the original shipping charge would have been payable for the retained products in any event, subject to applicable law.

12. PROMOTIONS, DISCOUNTS AND FREE SHIPPING

Where returned products formed part of a promotion, bundle, discount or free-shipping threshold, the refund may be recalculated to reflect the products ultimately retained by the customer, but only where permitted by applicable law and the relevant promotional conditions.

For example, if a return causes an order to fall below an applicable promotional threshold, any adjustment will only be made where the promotion terms clearly allow it and applicable law permits.

Statutory Consumer rights remain unaffected.

13. TRAINING COURSES AND SERVICES

Consumer contracts for services generally have their own statutory withdrawal rules.

Where a Consumer purchases a training course or other service online, a statutory withdrawal period may apply according to applicable law.

If the Consumer expressly requests that Carna begins providing a paid service during the statutory withdrawal period, the Consumer may be required to pay a proportionate amount for services already provided if the contract is subsequently withdrawn, where permitted by law.

Where a service has been fully performed during the withdrawal period following the Consumer's legally required express request and acknowledgement, the right of withdrawal may cease in accordance with applicable law.

Any specific cancellation terms applicable to a particular Academy course, scheduled training or service will be communicated before booking where relevant.

14. PROFESSIONAL DEVICES AND EQUIPMENT

Devices, machines and reusable professional equipment that are not covered by the hygiene exception remain subject to applicable Consumer withdrawal rights.

However, Consumers may only handle such equipment to the extent reasonably necessary to inspect its nature, characteristics and functioning.

Actual professional treatment use, prolonged operation, installation, activation or other use exceeding what is reasonably necessary for inspection may result in a reduction in value for which the Consumer may be responsible where permitted by law.

This provision does not affect statutory rights relating to defective or non-conforming equipment.

15. RETURN AUTHORIZATION AND RETURN ADDRESS

Please contact Carna before returning a product so that we can provide appropriate return instructions and ensure that your return can be correctly identified and processed.

Contacting us first does not restrict a Consumer's statutory right to exercise withdrawal by another legally valid method.

Do not send returns to a showroom, distributor, training location or other Carna location unless expressly instructed to do so.

The applicable return address will be provided with the return instructions.

16. REFUSED OR UNCOLLECTED DELIVERIES

Refusing delivery or failing to collect a parcel does not necessarily constitute a legally valid withdrawal notification.

Consumers wishing to withdraw from an order should clearly notify Carna of their decision.

Where a parcel is returned because the customer supplied an incorrect address, refused delivery without valid withdrawal, or failed to collect the shipment, reasonable additional costs may be charged where permitted by applicable law.

Mandatory Consumer rights remain unaffected.

17. FRAUDULENT OR ABUSIVE RETURN CLAIMS

Carna reserves the right to investigate suspected fraudulent or abusive return activity.

This may include manipulation of products, false claims concerning delivery or product condition, substitution of products, serial-number discrepancies or deliberate damage.

Nothing in this section allows Carna to refuse a legitimate statutory Consumer claim.

Where there is reasonable evidence of fraud, Carna may refuse a fraudulent claim and take appropriate legal or security measures.

18. CONTACT INFORMATION

For returns, withdrawals or refund enquiries, please contact:

Carna Online Store
Operated by Carna Medical B.V.

Email: info@carnamed.com